I'm asking about this from the customer perspective, not from the agent perspective.
When logged in as a customer, and viewing the conversation for an individual ticket, the ability to add to the conversation is at the bottom of the page. I was reviewing with one of my customers earlier today, and we both found it difficult to find or recognize. I am wondering if it is possible to change the placement of that option for customers? I like the way it reads from top to bottom, but I feel that the ability to comment or add to the conversation should be more prominent, like at the top of the page. This would mimic user experience when they receive an email from the system, allowing them to add their comment/reply at the top of the email.
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